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Showing 'July 2023: Facing a rise in customer aggression'.
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Facing
Customer
Aggression
CSG July 2023 speaker: Amy Lynes: Facing a rise in customer aggression

Facing a rise in customer aggression

Presentation by: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

CSG event video now available (members only)
Presentation package now available (members only)

Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.

This issue was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.

The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.

Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.

Her presentation was followed by questions and discussion.

The presenter:

Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia. Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.

 
 

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MSD Risks
- a New
Approach

CSG March 2026 event - Presenter Jodi Oakman, Head of the Centre for Ergonomics and Human Factors, La Trobe University - MSD risks – a new approach


MSD risks – a new approach

Presented by: Professor Jodi Oakman, Head of the Centre for Ergonomics and Human Factors, La Trobe University

How: CSG Lunchtime Presentation - via zoom only

Date: Tuesday 10 March 2026, noon
Non-Members welcome to attend

The APHIRM toolkit –a tool to manage MSDs and stress-related mental health
Musculoskeletal disorders (MSDs) account for more than 50% of workplace injuries and diseases, and are among the most expensive and prolonged work-related compensation claims. A pioneering approach to reducing MSDs and stress-related mental health has been developed by Professor Jodi Oakman and colleagues at La Trobe University.
Join us for an interactive Zoom session with Professor Oakman on 10 March exploring the APHIRM Toolkit. APHIRM stands for A Participative Hazard Identification and Risk Management and the free online toolkit guides workplaces through the process of identifying, assessing and controlling physical and psychosocial hazards (www.aphirm.org.au).
An evidence-based system, it addresses risks from both types of hazards that, Jodi says, offers a comprehensive approach for managing workplace MSDs. Significantly, it also involves the participation of workers.
The presentation will be followed by questions and a discussion session.

About the Speaker:

Jodi Oakman is a Professor and head of the Centre for Ergonomics and Human Factors at La Trobe University. Her background is a mix of industry and academia, across a range of industry sectors including health, manufacturing and logistics.
She joined the teaching staff of La Trobe University 20 years ago after working as a corporate ergonomist, initially with Ford, and then as a consultant. Her initial degree was in physiotherapy, followed by a Master’s degree in ergonomics, and a Doctorate on the influence of an organisation on employees' retirement intentions.
Her current research projects include developing a model of sustainable work to facilitate longer working lives, and using evidence to guide risk managements in organisations to reduce the risks of stress and MSDs.

Date: Tuesday 10 March 2026
Time: 12:00pm to 1:00pm
How: Online via Zoom only - the link will be sent out on the afternoon of the Monday preceding the event
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
RSVP: COB Monday 9 March 2026. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Monday 9 March.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 9 March.

Don’t forget to put every second Tuesday from February to December in your Calendar!

 

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